Category Archives: Customer Service

Dear Loan Officer: Loan vs. Relationship

Dear Loan Officer, I hope this message finds you well! Few would argue with the idea that building relationships is critical to success in our mortgage lending industry. However, with current rates at historic lows and phones ringing off the … Continue reading

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Dear Loan Officer: 5 Steps to Multiplying Referrals

Dear Loan Officer, We’re all trying to build with our clients, in a way to turn them into long-time fans. Loyal customers will keep you top-of-mind, and will not only buy from you again, but refer you to their greater … Continue reading

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Dear Loan Officer: Signs of a Messy Business

Dear Loan Officer, Happy Tuesday! Last week, I spoke to you guys about Todd Duncan’s Law of the Broom – that to build your business up, you must CLEAN it up. Ultimately, the ability to take time off (when you … Continue reading

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Dear Loan Officer: What Is Your Time Worth?

Dear Loan Officer, Some of you may know, that I’m a certified performance coach – that I coach some of the top mortgage professionals around the country – via Todd Duncan’s High Trust coaching group. Todd is also a New … Continue reading

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Dear Loan Officer: How to Sell the Problem First

“When you first start off trying to solve a problem, the first solutions you come up with are very complex, and most people stop there. But if you keep going, and live with the problem and peel more layers of … Continue reading

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Dear Loan Officer: What do the Top 1% of Sales People Do Differently?

Dear Loan Officer, There are some misconceptions out there about how to sell most efficiently. Some, dive in head-first with one goal in mind: to close the deal. Still, there are strategies that the Top 1% of salespeople do differently … Continue reading

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Dear Loan Officer: Are You Discussing the 3 Main Areas of Emotion in Finance?

If you are on my e-mail distribution, last week you heard me talk about the importance of selling the problem first. As you continue the sales process, it’s important to remember that your client’s decisions are largely emotional, and not … Continue reading

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Dear Loan Officer: Client Experience

Client service – whether superb or subpar – can seriously affect your customer’s shopping experience. Think about your client experience right now – if you were to charge admission for your customers to opt in – what would your customer … Continue reading

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Losing Touch With Human Aspect of the Mortgage Business

 

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Who Decides What is Valuable?

So much is said about the importance of creating value for our customers.  When you are building a career in an overly commoditized industry like the mortgage industry, it’s imperative that loan officers spend a lot of time figuring out … Continue reading

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